Operations & Customer Service Supervisor

About the role

Lead the Customer Service team and prepare duty rosters covering regular working days, weekend work-from-home duty, and future two-shift operations. Define duty coverage boundaries, SLA response times, and work standards. Monitor staff availability, response efficiency, and the accuracy and quality of operational records.

Job Responsibilities

1. Team Management and Duty Scheduling

   • Lead the Customer Service team and prepare duty rosters covering regular working days, weekend work-from-home duty, and future two-shift operations.
   • Define duty coverage boundaries, SLA response times, and work standards.
   • Monitor staff availability, response efficiency, and the accuracy and quality of operational records.

2. Exception and Complaint Management

   • Handle escalated tickets, large-scale exceptions, widespread API or supplier outages, data inconsistencies, and fee disputes.
   • Coordinate among the Technical Team, suppliers, and OTA platforms to investigate issues, identify the root cause, drive resolution, and ensure proper follow-up and closure.

3. Standards and SOP Management

   • Develop service standards and SOPs for API-related scenarios, including monitoring checklists, exception classification, basic error identification, order verification procedures, callback timeout handling, ticket response templates, work-from-home duty procedures, and the knowledge base.

4. Data Analysis and Performance Review

   • Track order volumes, exception types, API/supplier rankings, SLA achievement rates, ticket handling times, and customer satisfaction.
   • Prepare weekly and monthly reports with improvement recommendations, and drive improvements across the Technical, Product, Operations, and Supplier teams.

5. Customer and Cross-Department Coordination

   • Manage communication with key OTA platforms and coordinate maintenance plans and exception updates.
   • Communicate with the Technical Team regarding system optimization requirements.
   • Coordinate with the Operations Team to ensure business rules and requirements are properly aligned.
   • Coordinate with suppliers to establish response time requirements and appropriate communication channels.

6. Training and Coaching

   • Conduct onboarding and training for new team members, covering business processes, API fundamentals, system operations, exception identification, and customer communication guidelines.
   • Conduct regular case sharing, knowledge sharing, and on-the-job coaching to continuously improve team capabilities and service quality.

岗位职责

1. 团队与排班：带领客服小组；制定排班表（日常 + 周末居家轮值 + 后续两班制）；明确值守边界、SLA 时效、工作标准；督导在岗状态、响应效率、台账质量。
2. 异常与客诉：处理升级工单、批量异常、接口 / 供应商大面积故障、数据不一致、费用争议；协调技术 / 供应商 / OTA 三方排查、定位环节、推动解决、复盘闭环。
3. 标准与 SOP：制定 API 场景服务规范：监控清单、异常分级、基础报错判断、订单核对流程、回调超时处理、工单回复模板、居家值班制度与知识库。
4. 数据复盘：统计订单量、异常类型、接口 / 供应商排行、SLA 达标率、工单时效、客户满意度；输出周报月报与优化建议，推动技术 / 产品 / 供应商改进。
5. 客户与跨部门：对接重点 OTA 平台，同步维护计划与异常进展；对接技术提优化需求；对接运营更新业务口径；对接供应商明确响应时效与沟通通道。
6. 培训与带教：新人培训（业务链路、API 基础、系统操作、异常识别、沟通话术）；在岗案例分享与能力提升。

Job Requirements

1. Education: Diploma or above. Candidates with qualifications in Transportation, Logistics, Business Administration, Information Management, or related fields are preferred.
2. Experience: 3–5 years of experience in B2B, OTA, ticketing, or order operations, with 1–2 years of team management or team leader experience. Strong understanding of the end-to-end API order flow, including order submission, order routing, and callback processes. Candidates with knowledge of railway ticketing rules are preferred.
3. Languages: Fluent in business English and Mandarin. Basic proficiency in Bahasa Malaysia is preferred.
4. Skills and Competencies: Able to understand basic status codes and system error messages. Strong data analysis and problem-solving skills, with the ability to identify and break down operational issues. Strong capabilities in duty scheduling, communication and coordination, process documentation, and driving cross-functional collaboration.
5. Personal Attributes: Strong sense of responsibility, results-oriented mindset, data-driven and analytical, capable of conducting effective reviews and identifying areas for improvement. Fair and impartial in handling team matters, with strong resilience and the ability to remain calm and effective under pressure.

任职要求

1. 学历：大专及以上，交通 / 物流 / 商务 / 信息管理相关优先。
2. 经验：3–5 年 B2B/OTA/ 票务 / 订单运营经验；1–2 年团队管理 / 组长经验；理解 API 下单 - 分单 - 回调全链路，熟悉铁路规则者优先。
3. 语言：英语商务流利；华语流利；马来语基础沟通优先。
4. 能力：能看懂基础状态码与异常提示；会数据统计与问题拆解；善于排班、沟通协调、流程沉淀与跨方推动。
5. 素养：责任心强、结果导向、数据敏感、善于复盘、处事公允、抗压稳定。